AWS First Steps
New feature

Amazon Connect Customer now allows updating or adding customer profiles to cases

Amazon Connect Customer enables agents to modify or add customer profiles to cases after they are opened, ensuring accurate case histories even when customers are unidentified at creation.

Amazon Connect Customer now allows agents to change the customer profile associated with a case or select a profile after the case is opened. If a case is linked to the wrong customer, agents can update the profile to maintain accurate case histories. Additionally, agents can add a profile later when the customer is not identified at the time of case creation, such as for calls from shared phone numbers or issues requiring identity verification.

Why it matters

This update is particularly useful for customer support agents, improving the accuracy of case management.

Read the original AWS announcement

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